Overall, the home was good. Lots of steps but the view is fantastic. Location was great - 5 min from Boulder and Stagecoach lodges at Heavenly, and 10 min to the downtown area/Heavenly Village. Really no complaints at all until the last full day we were there. There was a snow storm coming through and the temps had dropped that day/evening. We woke up in the morning to find that no water was coming out of any of the hot water faucets (kitchen and both bathrooms). The cold water faucets were totally fine. I texted and called Grand Welcome immediately to let them know at around 8:30am. They were very responsive and said that the on site managers would come take a look at the water heater. We were originally told that the water heater would replenish itself in a few hours. Then we were told around 12pm that the pipes might be frozen and space heaters would be put under the house to help them thaw. Not ideal that we didn't have hot water at the time but we were hopeful it would come on later in the day. I get a call around 12:30pm from Priscilla at Grand Welcome and she tells us that the pipes are in a deep freeze (kind of confused as the cold water is fine). She said that the water would be turned off and that the on site manager's suggestion to us is to depart early since we were leaving the next day anyway. I told Priscilla that we were not going to pay extra money to stay somewhere else. It was not our fault or responsibility that the pipes froze. I'm sure it's not the first winter in Tahoe and would assume that measures would have been taken to keep the pipes from freezing. I mentioned that if they were willing to pay for our "new" lodging that night that we'd be happy to depart early. They did not accept that, nor did they offer to reimburse us the one night to make us consider leaving early. We ended up being out of the house from 3:30 - 9:30pm. When we returned from dinner around 9:30pm, we found that there was no heat in the home. I texted Grand Welcome to let them know this. I also texted to let them know the dishwasher was dirty and there were some dirty pans in the sink since we couldn't wash them. I have not received a reply text/call from them that they've acknowledged any of this. Like I mentioned, the first several days were totally fine and we were enjoying our stay. However, the fact that they told us to depart a day early in the middle of a snow storm with no helpful suggestions is what totally soured the trip for us.